Tuesday, June 05, 2012

Whatever Happens - (or A Customer Dis-service)

Whatever Happens don’t expect a reasonable service. Early this morning I had occasion to contact PC World’s ‘Whatever Happens’ service as a Packard Bell desktop, purchased less than two years ago (from PC World) and covered by a three year “Whatever Happens” warranty, had gone dead.

On ringing the necessary number on this 24/7 service, and having pushed sundry  buttons on the telephone in an attempt to follow the commands issued by a disembodied telephonic voice, I eventually got through to a real life voice. At this point I was urged to disconnect all leads from the non-functioning PC and press the power switch on whilst repeatedly tapping F8. Not even a beep was heard as I could have told him; no BIOS – no anything.

This wonderful service promises an engineer on the next working day but, according to the technician, that no longer applies as there were too many call outs and the engineer didn’t necessarily have the right components. Why they didn’t have the right components is something of a mystery as they have full knowledge of the machine model which they’re going to be servicing!

Next, he told me that they would collect it tomorrow but was unable to give me a time. Evidently it is the customer’s responsibility to go online after 9.00pm to get a rough idea of when they will be calling. Service obviously isn’t their concern whatever happens. Even the phone call (some 40 odd minutes duration I think)to an 0844 number, is at the customer’s expense and, the PC base unit will be away for a full week. So much for a next day service!

Whatever happens, remember their warranties are subject to change without informing the customer.

 Don’t expect good service – WHATEVER HAPPENS! That way you’ll not be disappointed.

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